Taking off the edges – implementing a streamlined client identity management experience at State Library of Queensland

Paper


Thorpe, Clare. 2015. "Taking off the edges – implementing a streamlined client identity management experience at State Library of Queensland." ALIA Information Online 2015. Sydney, Australia 02 - 05 Feb 2015 Canberra, Australia.
Paper/Presentation Title

Taking off the edges – implementing a streamlined client identity management experience at State Library of Queensland

Presentation TypePaper
Authors
AuthorThorpe, Clare
Year2015
Place of PublicationCanberra, Australia
Web Address (URL) of Paperhttp://information-online.alia.org.au/content/taking-edges-implementing-streamlined-client-identity-management-experience-state-library
Conference/EventALIA Information Online 2015
Event Details
ALIA Information Online 2015
Event Date
02 to end of 05 Feb 2015
Event Location
Sydney, Australia
Abstract

Introduction
Patron registration is a key dependency for the implementation of the State Library of Queensland’s new universal resource management system Alma, due to go live in November 2014. As Alma was designed for university libraries working with student administration systems, it did not offer an online registration option, mandatory for continued equitable access to State Library services. With 50-70 per cent of library members registering online each month, it was imperative that a new approach be designed to enable state-wide access to collections and services. The Identity Management Project was conceived to create an easy registration experience for members. In addition, we seized the opportunity to put clients first by streamlining the management of personal information held in 19 systems used to facilitate marketing, computing access, venue hire and more.

Methods
The Identity Management Project aimed to create a consistent, convenient, and personalised online experience for clients to access collections and services, whether they want to borrow a book, search a database, use a computer or subscribe to a newsletter. The goal was to reduce the multiple identities an individual has within the SLQ environment by moving to one person = one identity model, to make it easy for clients to register, update, renew, opt in and out of services. This deceptively simple concept required functional and cultural shifts in how State Library manages client information across the whole organisation. The challenge was to make the client’s experience the focus rather than being confined by the workflows of multiple systems. As the project is breaking new ground, an action research approach was implemented, using experience pathways to design client-focussed workflows.

Results
This paper will report on how we achieved the goals of:
simplifying access to State Library’s collections and services;
reducing labour intensive, and often duplicated, staff efforts;
implementing consistent identity management principles organisation-wide;
and improving reporting capabilities.
Ultimately State Library clients should be empowered through a simple registration process for instant online access with one username and password for all services plus the ability to manage their details and access.

Conclusions
This project has challenged State Library to re-examine how and why we collect client information and to explore data sharing between existing stand-alone systems. The project demonstrates how libraries can offer clients a streamlined experience and increase ongoing engagement by implementing identity management principles across an organisation.

Relevance
This paper reports on a cutting edge approach to implementing identity management within State Library of Queensland. It will present the results of an innovative solution to streamline and increase client online engagement by removing barriers to access and creating future opportunities for personalisation.

Keywordsidentity management; State Library of Queensland; Library management systems
ANZSRC Field of Research 2020461099. Library and information studies not elsewhere classified
Byline AffiliationsLibrary Services
Institution of OriginUniversity of Southern Queensland
Permalink -

https://research.usq.edu.au/item/q5wq0/taking-off-the-edges-implementing-a-streamlined-client-identity-management-experience-at-state-library-of-queensland

Download files


Accepted Version
takingofftheedges_paper.pdf
License: CC BY-NC-SA 4.0
File access level: Anyone

  • 148
    total views
  • 59
    total downloads
  • 8
    views this month
  • 1
    downloads this month

Export as

Related outputs

USQ Library stories of 2020
Andersen, Nikki, Bremner, Margaret, Derrington, Kate, Eacersall, Douglas, Gunton, Lyndelle, Howarth, Debi, Howlett, Alisa, Jeffers, Marjorie, Pearse, Tahnee, Pickstone, Leigh, Piper, Stephanie, Sahay, Akshay, Sherwin, Leonie, Stagg, Adrian, Thangavelu, Eddie, Thorpe, Clare and Tweedale, Robyn. Gunton, Lyndelle (ed.) 2021. USQ Library stories of 2020. Australia. University of Southern Queensland.
Visualising the pandemic pivot: using evidence-based practice to capture and communicate an academic library’s COVID-19 response
Thorpe, Clare and Howlett, Alisa. 2021. "Visualising the pandemic pivot: using evidence-based practice to capture and communicate an academic library’s COVID-19 response." Journal of the Australian Library and Information Association. 70 (3), pp. 313-321. https://doi.org/10.1080/24750158.2021.1943772
Transforming a university library into a learning organisation
Thorpe, Clare. 2021. "Transforming a university library into a learning organisation." Library Management. 42 (6-7), pp. 436-447. https://doi.org/10.1108/LM-01-2021-0003
Assessing the United Nation’s Sustainable Development Goals in academic libraries
Thorpe, Clare and Gunton, Lyndelle. 2022. "Assessing the United Nation’s Sustainable Development Goals in academic libraries." Journal of Librarianship and Information Science. 54 (2), pp. 208-215. https://doi.org/10.1177/09610006211005528
Painting with feedback
Barron, Linda and Thorpe, Clare. 2017. "Painting with feedback." ALIA Information Online 2017. Sydney, Australia 13 - 17 Feb 2017 Canberra, Australia.
The practitioner’s experience and conception of evidence based library and information practice: an exploratory analysis
Partridge, Helen, Glanville, Clare, Edwards, Sylvia and Hallam, Gill. 2007. "The practitioner’s experience and conception of evidence based library and information practice: an exploratory analysis." 4th International Evidence Based Library and Information Practice Conference. Durham, United States 06 - 11 May 2007 Edmonton, Canada.
Evidence-based practice: Information professionals' experience of information literacy in the workplace
Partridge, Helen, Edwards, Sylvia L. and Thorpe, Clare. 2010. "Evidence-based practice: Information professionals' experience of information literacy in the workplace." Lloyd, Annemaree and Talja, Sanna (ed.) Practising Information Literacy: Bringing Theories of Learning, Practice and Information Literacy Together. Wagga Wagga, Australia. Charles Sturt University. pp. 273-298
Information Literacy Toolkit
Lupton, Mandy, Glanville, Clare, McDonald, Phillip and Selzer, Di. 2004. Information Literacy Toolkit. Nathan, Australia. Griffith University.
Wanted: library leaders for the future
Glanville, Clare. 2005. "Wanted: library leaders for the future." inCite. 26 (5), p. 14.
Crossing the divide: Information literacy values and practices of Griffith University librarians
Thorpe, Clare and Locke, Rae-Anne. 2006. "Crossing the divide: Information literacy values and practices of Griffith University librarians." Orr, Debbie, Nouwens, Fons, Macpherson, Colin, Harreveld, Roberta Elizabeth and Danaher, Patrick Alan (ed.) 4th International Lifelong Learning Conference: Lifelong Learning: Partners, Pathways and Pedagogies. Yeppoon, Australia 13 - 16 Jun 2006 Rockhampton, Australia.
Blending process with product: using assessment to drive learning through the creation of an online journal
Hallam, Gillian and Glanville, Clare. 2007. "Blending process with product: using assessment to drive learning through the creation of an online journal." Frankland, Steve (ed.) Enhancing Teaching and Learning through Assessment. Dordrecht, The Netherlands. Springer. pp. 242-255
Applied and conceptual approaches to evidence-based practice in research and academic libraries
Thorpe, Clare and Howlett, Alisa. 2020. "Applied and conceptual approaches to evidence-based practice in research and academic libraries." LIBER Quarterly: the journal of European research libraries. 30 (1), pp. 1-17. https://doi.org/10.18352/lq.10320
Understanding EBLIP at an organizational level: an initial maturity model
Thorpe, Clare and Howlett, Alisa. 2020. "Understanding EBLIP at an organizational level: an initial maturity model." Evidence Based Library and Information Practice. 15 (1), pp. 90-105. https://doi.org/10.18438/eblip29639
Expectations, experiences, and preferences of students in a dual mode program: a thematic analysis
Nguyen, Linh Cuong, Davis, Kate, Abdi, Elham Sayyad, Thorpe, Clare, Henry, Katya and Partridge, Helen. 2020. "Expectations, experiences, and preferences of students in a dual mode program: a thematic analysis." Kyei-Blankson, Lydia, Ntuli, Esther and Blankson, Joseph (ed.) Handbook of research on creating meaningful experiences in online courses. Hershey, PA, United States. IGI Global. pp. 248-269
Evidence-based practice: evaluating our collections and services
Thorpe, Clare. 2018. "Evidence-based practice: evaluating our collections and services." ANZTLA EJournal. 21, pp. 87-96. https://doi.org/10.31046/anztla.v0i21.953
Evidence-based practice: evaluating our collections and services
Thorpe, Clare. 2018. "Evidence-based practice: evaluating our collections and services." 33rd Annual Australian and New Zealand Theological Library Association Conference - Connecting: People, Ideas, Learning. Brisbane, Australia 12 - 14 Jul 2018
‘It’s what we do here’: embedding evidence-based practice at USQ Library
Howlett, Alisa and Thorpe, Clare. 2018. "‘It’s what we do here’: embedding evidence-based practice at USQ Library." Asia-Pacific Library and Information Conference 2018. Gold Coast, Australia 30 Jul - 02 Aug 2018 Australia.
Never standing still: using evidence to improve visitors’ experiences at State Library of Queensland
Thorpe, Clare. 2016. "Never standing still: using evidence to improve visitors’ experiences at State Library of Queensland." Qualitative and Quantitative Methods in Libraries. 5 (3), pp. 667-675.
Engaging with our communities: future trends and opportunities for reference services
Thorpe, Clare. 2017. "Engaging with our communities: future trends and opportunities for reference services." Journal of the Australian Library and Information Association. 66 (4), pp. 406-415. https://doi.org/10.1080/24750158.2017.1359993
Are library and information professionals ready for evidence-based practice?
Thorpe, Clare, Partridge, Helen and Edwards, Sylvia. 2008. "Are library and information professionals ready for evidence-based practice?" ALIA Biennial Conference 2008: dreaming08. Alice Springs, Australia 02 - 05 Sep 2008 Canberra, Australia.
To be Web 2.0, or not to be Web 2.0: is that the question?
Partridge, Helen and Thorpe, Clare. 2008. "To be Web 2.0, or not to be Web 2.0: is that the question?" Australian Library Journal. 57 (4), pp. 362-364. https://doi.org/10.1080/00049670.2008.10722516
The missing link?: Alumni chapters and the professional development of librarians
Glanville, Clare. 2006. "The missing link?: Alumni chapters and the professional development of librarians." 2006 ALIA Biennial Conference. Perth, Australia 20 - 22 Sep 2006